Field Service Team Lead

Main Job Tasks and Responsibilities:

1. Performance Monitoring and Reporting: Track and report team performance metrics to ensure service goals are met. Identify areas for improvement and implement corrective actions.
2. Escalation Management: Manage escalated issues promptly and effectively and ensure timely coordination with vendors and external partners.
3. Project Coordination: Lead large-scale project rollouts, ensuring timely completion and quality standards.
4. Customer Satisfaction: Maintain high customer satisfaction by addressing issues proactively.
5. Team Management:
• Supervise and coordinate daily field service team activities for optimal performance.
• 5Monitor individual and team performance against SLAs and KPIs.
• Report performance metrics to management regularly.
6. Mentorship and Technical Leadership:
• Mentor team members and support their professional growth through structured training and skill development.
• Provide technical leadership by guiding the team in complex troubleshooting and installations.
• Act as the primary escalation point for unresolved technical issues and coordinate with vendors to drive resolution.
7. Stock Audit Management:
• Oversee periodic stock audits to ensure accuracy and compliance with company policies.
• Implement processes to minimize discrepancies in inventory and stock records.
• Coordinate with relevant teams to reconcile any inventory variances and improve stock control measures.
• Maintain detailed documentation and reporting of stock levels, audit results, and corrective actions.
8. Company Asset Management:
• Establish and enforce asset tracking and management protocols to safeguard company property.
• Maintain an updated inventory of all company assets, including tools, equipment, and vehicles.
• Conduct regular inspections to verify the condition, functionality, and proper usage of assets.
• Develop strategies for optimizing asset utilization and minimizing downtime or loss.

Education and Experience:

Qualifications: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.

Experience:

• Minimum of 4–6 years of experience in field service engineering.
• At least 2 years in a supervisory or team lead role.
• Proven experience in managing complex technical issues and escalations.

Knowledge:

• Advanced knowledge of networking, Windows Operating Systems, Microsoft Office, and peripheral devices.
• Proficiency in project management and vendor coordination.

Skills and Attributes:

• Strong leadership and interpersonal communication skills.
• Ability to manage performance metrics and maintain team accountability.
• Excellent problem-solving capabilities and strategic planning skills.
• Adaptability to evolving IT environments and changing client needs.
• Willingness to travel as and when required.